A CNNreport earlier this year reported that some auto insurers hadbeen coercing repair shops to use “cheap parts and sometimesdangerous practices” when repairing damaged vehicles. CNN gaveexamples of headlights held together by glue, dented rims and hoodsthat were allegedly falling apart and being used by some repairshops.

Since then, more than 500 garages in 36 states have filed alawsuit against some well-known insurers, and the attorney generalof Louisiana has filed a suit against State Farm saying its“low-cost repair program could be dangerous for customers” becausetheir vehicles may not be roadworthy following the repairs.

Freedom of choice

The reality is that policyholders have the freedom to select anyrepair facility they choose. Since accidents happen infrequently,many policyholders are unsure of where to take their vehicles forservice and will ask insurers to provide recommendations, but thefinal decision is always up to the insured.

State Farm does provide claimants with information about theirSelective Service program and educates them on how to get the most out of their repair service. They explainhow to find a reliable mechanic, a reputable shop and what to dobefore taking the vehicle in for repairs.

Carrie Bonney, director of media relations for Farmers InsuranceGroup, recommends that customers conduct online research of anyrepair facility being considered and check reviews from sites suchas YELP, the Better Business Bureau, Angie’s List and others. Shealso advised them to ask some questions up front such as:

• Does your body shop meet specific quality, equipment, andperformance requirements like I-CAR?
• What is your commitment to outstanding customerservice?”
• Does your body shop offer a limited lifetimewarranty?
• Does it cover the parts and repairs for the time that Icontinue to own the vehicle?
• How soon can I get my car in and will you work with myinsurance company?
• How will you keep me informed as to the progress ofrepairs?
• Can you work with my insurance company to arrange a rentalwhile my car is being repaired and will that car be there when Idrop mine off?

“Today’s repairer has many certifications it must meet tocorrectly repair the damaged vehicle,” said Christopher Northup,CEO of Professional Parts Group. “A good first step is to make surethe repairer is I-CAR Gold Class approved.” Only an estimated 10%of repair shops currently meet the rigorous Gold Class standards,but as more lightweight autos with high-tech safety systems enterthe market, they will change the face of collision repairs andshops will need to be constantly updating their training andtechnology.

(Photo: Shutterstock)

Not all parts are created equal

While it’s true that there are inferior parts on the market,there are also ways for consumers to ensure that the parts beingused in their vehicles are the proper quality. The options usuallyinvolve Original Equipment Manufacturer (OEM) parts from recognizeddealers like Ford, Mercedes or Honda, and aftermarket parts from awide variety of suppliers. Edmunds.com weighs the pros and cons of using OEM vs.aftermarket parts and offers some considerations when selecting onetype or the other for a repair.

Since quality replacement parts can’t be identified by justlooking at them, there are other signs consumers can look for toensure the parts going in their vehicle are safe.

Jack Gillis, executive director of the Certified AutomotiveParts Association (CAPA) says the organization’s “rigorous qualitycertification program enables shops, insurers and partsdistributors to identify high-quality, safe and good-fittingalternative parts.” CAPA parts are easily identifiable by theyellow seal with a unique barcode and number, which allow foruncontested confirmation of CAPA Certification and makes the partstraceable through the CAPA Tracker for body shops and repairfacilities.

Last year, CAPA saw a dramatic jump in the number of partapplications for the first six months of 2014 over the same periodin 2013. The program also certified 61% more part applications andput 30% more CAPA Certified parts into the marketplace.

Gillis expressed his disappointment with the “broad brushdisparagement of collision repair shops” in the CNN report and saidthat “there are thousands of other American collision shops that doquality work and use CAPA quality parts – it’s just too bad thatthey weren’t part of the story.”

Galen Chen, sales vice president for Maxzone Auto Parts Corp.,recommends that claimants ask their facility if their car can berepaired to its previous condition with the replacement parts thatwill be used. He also says to ask if the parts were produced by atrusted manufacturer and if they come with a warranty.

Chen says that that Maxzone’s DEPO products comply with Societyof Automotive Engineers and Department of Transportation (SAE/DOT)regulations and safety standards. By law, all headlights andtaillights must be DOT approved in order to be used on any roads orhighways in the U.S. “We started incorporating a self-imposedVehicle Test Fit (VTF) in the product development process more than10 years ago,” he explains. “Over 90% of DEPO lamps and mirrors gothrough the VTF process and our consumer will always get thequality product with original equipment-like form, fitment andfunction.” The company also offers the largest selection ofCAPA-certified lamps in the industry and was the first company toreceive NSF certification on lamps. NSF is an independentcertification and accrediting body that tests, audits and certifiesa wide variety of consumer products.

Northrup recommends asking the company if they will not onlystand behind the repair, but the parts as well.

He says there isn’t a problem in the industry with shops beingforced to use poor quality replacement parts because “alternativeor aftermarket parts used in insurance-related repairs arecertified by independent consumer organizations such as CAPA or NSFand held to strict manufacturing tolerances that are well acceptedin the parts manufacturing community.”